LatAm CX Strategy & Service Excellence Lead

Confidential; Ciudad de México; Presencial; MXN 1.800.000 - 2.400.000; Jornada completa

Descripción de la vacante

Confidential is seeking a Senior Manager, Customer Experience & Service Excellence for LATAM to build and scale the CX capability across the region. You will define the LATAM CX strategy, governance, and capability roadmap, partnering with BU and cross-functional teams to improve journeys and service performance.

This leadership role focuses on embedding CX as a sustainable capability, driving continuous improvement, and delivering measurable customer, operational, and financial outcomes across

Formación

• Bachelor's degree required in business or related field.
• 8+ years in CX, service excellence, or transformation roles.
• Experience leading regional, multi-country CX initiatives.
• Strong data-driven problem solving and stakeholder leadership.

Responsabilidades

• Define and lead the LATAM CX strategy, operating model, and governance.
• Establish regional standards, performance framework, and maturity roadmap.
• Drive end-to-end customer journey improvements and pain-point elimination.
• Lead Voice of Customer program with NPS/CSAT and feedback sources.
• Embed CX into business decisions by partnering with functions like Operations and IT.
• Coach regional CX leaders and foster a culture of service excellence.

Conocimientos

CX Strategy

Change Leadership

Voice of Customer

Lean Six Sigma

Data Analytics

Stakeholder Mgmt

Educación

Bachelor's degree in Business or related field

MBA or similar (preferred)

Herramientas

CRM platforms

Customer analytics tools

Descripción del empleo

Confidential is seeking a Senior Manager, Customer Experience & Service Excellence for LATAM to build and scale the CX capability across the region. You will define the LATAM CX strategy, governance, and capability roadmap, partnering with BU and cross-functional teams to improve journeys and service performance.

This leadership role focuses on embedding CX as a sustainable capability, driving continuous improvement, and delivering measurable customer, operational, and financial outcomes across